Hi all!

I apologize in advance for promoting my own company here, but this should be of interest to any host who is seeking help with their support --

CyLynx (www.cylynx.com) is the first company to specialize in providing outsourced customer support to web hosts. We do email, live chat and voice... The cost to have our people answer email inquiries is extremely cost-effective (something like 1000 to 1200 full time a month - i am not a sales dude). Our support engineers are all university educated, iq tested, IT savvy, hosting experts.

I started a discussion in General forum about the idea of web hosts outsourcing their tech. support. Is this something that people are interested in learning more about? What concerns would you have, etc??

I would love to hear from you!

Thanks,
Jeremy Goldman
Dir, Marketing Communications
jeremy@cylynx.com

This is rather interesting. This could either be very dangerous, or very helpful. How would the technicians handle support requests which require work on the server? Would the technicians be trained in the company's offers and plans? Sounds like a very interesting idea. :)

Vincent --

I say helpful - not dangerous. We built our entire company to make sure of this :)

Q: How would the technicians handle support requests which require work on the server?
A: Our clients always have someone there onsite, usually a Tier II/III support staff to handle these server issues.

Q: Would the technicians be trained in the company's offers and plans?
A: Yes. When we work with a client, we assign a Service Delivery Agent to learn everything necessary about that company's support, products, and offerings. That info is then incorporated into our intensive, ongoing, university training program.

We agree that this is an interesting idea. It comes down to engineering - we have found a model that allows us to provide better qualified support staff at a fraction of the cost. The result? Happier customers, lower costs. Nuff said. (Do I SOUND like a marketer? )

Best --
Jeremy Goldman
CyLynx.com
jeremy@cylynx.com

We also do this type of wrok, and have for a few years

Q: How would the technicians handle support requests which require work on the server?

a: Normally, (in our Experiance, this is tier 3 work and would be done by the company that hires us to do level 1 and 2)

Q: Would the technicians be trained in the company's offers and plans?

a: We generally meet with a client for a week of intense training, including policies, offers and plans. We generally require that a clinet supply us with any and all Promo, sales and training material to ensure that we have all of the nessacary information to support their customers as if they were our own.